Scheduling
What does Headspace data show about the best start times for Available slots?
Either on the hour, or at :30 past the hour.
Where can you find the member's number of covered sessions?
Summary Tab > Benefits
Your member joins session on vacation in a different state. How do you address this?
Let the member know that you won't be able to continue the session and reschedule for another time when the member will be in their home state.
Your member lets you know they only have time for a quick 10-minute check-in today during your progress session. How do you proceed?
Communicate to the member that they will be billed for a late cancellation, mark the session as late cancelled, and enter an OOS note instead of therapy progress.
What inventories/ assessments does Headspace automatically give to every member?
PHQ9 and GAD7
Which holidays are automatically blocked out for therapist availability at Headspace?
None! You must manually remove your availability for every holiday.
What do you do if you see a green D2C flag on a member's Carehub Profile?
Check the member's government-issued ID.
A member lets you know they have a plan, means, and intent to act on suicidal ideation in the last 5 minutes of your therapy session. You have another session scheduled right after this one. What do you do?
Call emergency services, notify your supervisor, stay on the Zoom call until emergency services arrive. Your supervisor will help you can help you manage your next session(s).
How many late cancellations/ no shows are members allowed before their services can be terminated?
3
You need to get a hold of your member's psychiatrist to share PHI and consult. What is a secure method of doing so?
In the CareHub Collaboration tab. If it is urgent, Slack or e-mail the provider and request a time to meet over secure Zoom.
What is the email address to use when you need to cancel your sessions for the day (last minute)?
supportasap@headspace.com
A member contacts you 25 hours before their scheduled session and lets you know they will be driving during your session, and you let them know they will have to reschedule. What option do you select for the reason for cancelling?
Late Cancelled (Member)
What is the name of the safety plan that Headspace uses in high-risk situations?
The Stanley-Brown
Your member has a recording/ AI consent on file, but in session, they tell you that they are okay with recording, but they prefer that you do not use AI. How do you proceed?
Continue with session recording, but do not toggle the "add AI content" button when completing your note.
How often do PHQ9 and GAD7 assessments go out to members?
Every 2 weeks
What is the shortest amount of notice you may receive before a session appears on your calendar?
6 hours
Your member is working with a coach and wants you to let their coach know what you've been focusing on in therapy. How do you talk to the coach?
Under the Collaboration tab.
Your member lets you know that 2 weeks ago, they were hospitalized for a mental health crisis for the first time in their life. Does this member meet exclusionary criteria?
Not automatically. Exclusionary criteria requires 2 hospitalizations within the last 6 months to be automatically referred to higher LOC. Talk with your supervisor, though!
During your intake, a member abruptly tells you that they are only available for 30 minutes. You are unable to assess many topics, but you do have enough for a diagnosis. What is the correct CPT code for this session?
The CPT code for intakes is not time-based. You will use the intake code (90791) regardless of how long the member was present, unless you do not have enough information to complete your note.
Your member meets exclusionary criteria. How do you proceed?
Talk to your supervisor, tell your member, involve the referral coordination team, offer bridge care
What are both ways to schedule new appointments?
Click on the calendar icon in the left side menu.
Click on the blue plus sign in the member's chart.
You notice that a member's email address is wrong on CareHub. How do you edit this?
You can't edit a member's contact information. Direct them to caresupport@headspace.com to update their information.
You have an intake with a member who describes restricting their calorie intake to about 900 per day. They deny binging but have purged 2-3 times in the last month after going over their daily calorie goal. They work out 6 times a week for 2 hours per day. Does this person meet exclusionary criteria?
No, but this situation should be further discussed and monitored for changes. The exclusionary criteria are: purging through vomiting more than 2x/week; potential malnourishment; need for medical monitoring during re-feeding.
A member joins your therapy session, but is walking outside in public. They want to keep talking to you, but you have to tell them you'll wait until they are in a private area. They mute and go off camera (but do not leave the Zoom room) for 16 minutes of your 45 minute session. How would you code this session?
You would code this as a 90834 (a 38-52 minute session) since the member was present in the Zoom room.
Members with the flag "headspace Care App" next to their name in their Carehub profile.